Customer Service Manager

Richard G. Hess

* **** ***** ********* ******, CENTENNIAL, COLORADO 80015 - 720-***-****

2

* ******

* *&L Responsible - Complete responsibility for all aspects of

concurrently managing 2 separate production

5 offices with $18 million in annual revenues. Managed production,

sales, AR, AP, customer service & quality

6 control.

Strong Cost Management Skills - Saved company over $2.2 million/year

recurring savings using P&L and cost

management skills.

Diverse Management Skills - Experience in high speed production,

sales, food service, real estate, hospital

environments along with entrepreneurial skills owning own businesses.

Excellent Computer Skills - Degree in both computer repair, hardware

and software. Expert in most Microsoft

softwares with knowledge in five software languages.

Strong Leadership Skills - Have led multiple teams through 4 company

acquisitions involving coordinating the

integrating of new employees, jobs, software and hardware into current

system.

Major Career Accomplishment

. Assumed concurrent management responsibility of two troubled offices

in Los Angeles.

. Both offices were reporting prior financial losses of over $25K/month

with $1.5 million revenue/month.

. Both offices were reporting prior poor quality, poor customer service,

inadequate production and low morale.

. Within three months, morale, quality, customer service and production

drastically improved.

. Within six months, each office was reporting over 32% operating

margins.

Consolidated both offices into a Mega center within first year.

8 Experience

Echo Pages - 303-***-****

4251 South Natches Court

Sheridan, Colorado

Distribution Manager, August 2008 - Present

Responsible for the distribution of 600,000 phone books

to residential/businesses

Cost containment-reducing costs in department

Hiring and terminations

Furniture Row Companies - 970-***-****

801 S.W. Frontage Road-Unit C

Ft. Collins, Colorado

Store Manager, January 2007 - August 2008

Responsible for overall store sales

Weekly Inventory

Training of new employees

Customer Service and Furniture Deliveries

Golden Anchor Restaurant

1001 Harbor Street

Conneaut, Ohio

Owner, February 2004 - November 2006

P&L Responsible for 12,000 s.f. Restaurant and Sports Lounge

Inventory, Menus, Purchasing, Cleanliness

Managed Chefs, Bartenders and Servers

Tarbell Realtors - 949-***-****

25201 LaPaz Road-Unit 102

Laguna Hills, California

Licensed Realtor, January 2003 - February 2004

Handled real estate transactions for both buyers and sellers

Anacomp Inc. - 858-***-****

15378 Avenue of Science

San Diego, California

District Manager, March 1987 - October 2002

P&L Responsible for $8.4 Million/Revenue Per Year

17 Years Executive Level Management in a Service and Production

Industry

Managed Multiple Offices Concurrently

Service in Excess of 450 Repetitive Clients/Month

Managing 54 Employees in 6 Departments

Forecasting, Sales, A/P, A/R, Customer Service, Quality Control

and Production

PC Skills - Word, Excel, and PowerPoint

Proficient in a Data Transmission, Networking and CD

Environment

Knowledge of Visual Basic, C++, HTML and Java Script

United States Air Force

Sheppard AFB, Texas

Hospital Ward Manager, March 1973 - March 1979

Honorable Discharge with Rank of E-5

Manager of Hospital Ward with 48 beds

Basic Training at Lackland AFB, Texas

Medical Training at Sheppard AFB, Texas

Honorable Discharge

1 Strengths

P&L Responsibility

Excellent Communication and Interpersonal Skills

Diverse Background in Cost Management and Financial Analysis

Skilled in Revenue/Profit Forecasting, Quality Control, and Customer

Service

Excellent Computer Skills

Diverse Executive Management Experience

Self Motivated - Self Directed

Dedicated to Exceeding Company Goals

Strong Leadership Skills

Excellent People Skills

2 Education and Training

University of Phoenix - 1996-2001

Bachelor Of Science Information Technology/Management Degree

Electronic Technical Institute - 1987-1989

Associates Degree Digital Electronics

Anacomp Management School - 1978

Management Training II Certificate

Anacomp Management School - 1977

Management Training I Certificate

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